Vice President, Customer Experience

Stord•Atlanta, GA

2d•Onsite

About The Position

Stord is seeking a Vice President of Customer Experience to join and strengthen its existing Customer Experience leadership team. This leader will partner closely with Stord’s existing VP of Customer Experience and other CX executives, operating as a peer leader within the function. The role is an investment in additional executive capacity, specialization, and scale as Stord grows. The VP will have direct ownership and autonomy over defined customer portfolios, teams, and strategic priorities, with accountability for the performance and outcomes of their organization. This leader will help build the customer operating system required for Stord at scale, including customer segmentation, coverage models, customer health, executive engagement, business reviews, escalations, renewals, expansion identification, portfolio economics, and integration of acquired customer portfolios. The VP will lead a multi-layered CX organization and work alongside Stord’s existing CX leadership to develop the people, systems, processes, and technology required to deliver exceptional customer outcomes at increasing scale.

Requirements

15+ years of experience in Customer Experience, Customer Success, Account Management, or another customer-facing leadership function, including significant experience leading leaders and large, multi-layered organizations.
Experience managing a large-scale customer portfolio, ideally encompassing hundreds or thousands of customers across multiple segments.
Demonstrated experience leading international or geographically distributed customer organizations.
Proven ability to build segmentation and coverage models spanning strategic enterprise accounts through scaled customer populations.
Experience owning retention, renewals, customer health, NRR/GRR, NPS/CSAT, and portfolio-level performance metrics.
Significant commercial experience, including complex renewals, executive negotiations, account economics, expansion, and high-stakes customer escalations.
Experience designing systems and processes that allow a customer organization to scale without relying on individual heroics.
Exceptional executive presence and the ability to build credibility with C-suite customers and senior internal leaders.
Strong analytical orientation and experience using data to identify risk, prioritize resources, and drive decisions.
Demonstrated ability to operate effectively in a shared executive leadership model, with the ability to own significant scope while partnering closely with peer leaders.
Demonstrated ability to partner deeply with Operations, Product, Sales, Finance, Solutions, Implementations, and other customer-facing organizations.
Willingness to travel regularly to customers and Stord facilities.

Nice To Haves

Supply Chain Expertise: Experience in 3PL, fulfillment, transportation, logistics technology, ecommerce, or another operationally complex B2B environment.
M&A Integration: Experience integrating customer portfolios and customer-facing organizations following acquisitions, including migrating customers onto common processes, systems, products, or commercial structures.
Scaled CX Experience: Experience building customer organizations that simultaneously serve highly strategic enterprise accounts and thousands of smaller customers.
Transformation Leadership: Experience helping evolve an established CX organization—working with existing leaders to redesign structure, talent, processes, systems, and operating cadence while continuing to serve customers.
Technology & Automation: Deep understanding of Salesforce, Gainsight or similar CX platforms, customer health scoring, data visualization, automation, and AI-enabled customer engagement.